Award Winning IVR

TechWeekEurope’s Tech Success awards for 2013 has awarded the SitexOrbis code5 service its Mobility Project of the Year award for a system that uses Liquid Voice IVR.

Now in its second year, the Tech Success Awards recognises innovation and excellence in end-user IT projects across seven major categories. TechWeekEurope’s Tech Success awards for 2013 has awarded the SitexOrbis code5 service its Mobility Project of the Year award for a system that uses Liquid Voice IVR telephony technology to protect lone workers.

Lone workers including district nurses, care workers, traffic wardens and housing officers rely on the service through both company issued and BYOD mobile phones or dedicated panic response buttons, to monitor their movements and conversations, and provide the necessary assistance in the event of an incident. Throughout its history, SitexOrbis has continually strived to improve the technology underpinning its services and has been the first to develop and deploy cellular network-based tracking for users without modern GPS-enabled phones and open-mic technology to allow monitoring staff to quickly and covertly hear what is happening at an incident to gauge the level of response.

As SitexOrbis’s Technical Services Manager Andy Birss explains the company needed to develop the call recording and IVR features into its management platform and working with developers from Liquid Voice; the design, implementation and internal deployment took just four weeks. “We then ran it extensively through testing and any changes we needed where handled quickly and professionally by Liquid Voice. The system is now up and running and both elements have been flawless.”

The Liquid Voice call recording is constantly active across all monitored lone worker services and begins recording the moment either a call or silent alarm with open-mic is sounded. The system allows operators to quickly playback elements with enhanced audio while the ongoing recording is unaffected. The new Liquid Voice IVR element allows lone workers to both quickly record location information as well as automating a timed telephone call check to ensure the lone worker is safe.

Both systems are integrated into an advanced tracking, monitoring and incident management system that allows operators to rapidly analyse and escalate any issues to police or other local response teams. This award winning IVR solution is the first use of fully integrated automated call recording and IVR within a lone worker protection service in the UK.

Mr Birss added, “We would just like to thank the TechWeekEurope judges for recognising our achievement and Liquid Voice for helping us deliver a project that is providing tangible and on-going benefits to mobile workers across the UK.”